Southeastern Train Services

Matthew Pennycook Excerpts

Wednesday 2nd March 2016 Westminster Hall

[Matthew Pennycook (Greenwich and Woolwich) (Lab)]

It is a pleasure to serve under your chairmanship, Mr Evans. I do not want to repeat the points that have been made today but rather touch in my remarks on three particular issues that affect my constituents: the overcrowding of carriages; the reliability of the service; and the poor communication from Southeastern about the delays and overcrowding.

I congratulate my hon. Friend the Member for Eltham (Clive Efford) on securing this vital debate. As other hon. Members have said, Southeastern trains and the lines that run through our constituencies are vital not only for getting our constituents to work and bringing economic benefits—with delays causing a loss of productivity—but for people’s general quality of life. There is a historical under-investment in public transport in south-east London. My constituents rely heavily on these lines and have suffered for too many years. We know the particular problems associated with the London Bridge rebuild, but as other hon. Members have said, this issue predates that and has got far worse since Christmas.

I now receive complaints about late, cancelled or overcrowded Southeastern train services nearly every day. As a commuter, I know just how frustrating not only major disruptions but the disruptions and delays that happen every single day can be. Whether it is two minutes here or five minutes there, it is often without explanation and causes immense frustration to the people waiting, who cannot get adequate compensation and are not regularly notified. The 7.39 train this morning from Deptford was cancelled without explanation, forcing people on to other lines or tube lines such as the Jubilee line which are already crowded.

[Rehman Chishti]

The hon. Gentleman echoes a point I have made before. If there are constant daily delays, and if Southeastern cannot get its act together—whether that is through trains with more carriages or ensuring that trains run on time—it should surely give up the franchise to someone who can do it.

[Matthew Pennycook]

I think that Southeastern has lost the chance it had to restore faith and confidence in its service. The franchise should be removed. I would like to hear the Minister’s view on whether that should happen now or in 2018, when the contract lapses. However, Southeastern has lost the opportunity to recover that confidence.

The complaints and the frustration have given rise to a number of community groups in my constituency. I think of the Charlton Rail Users’ Group and the Greenwich Line Users’ Group, which exist solely to represent constituents’ concerns about the inadequate performance of Southeastern and to lobby for better services. Those groups are concerned with the three elements I mentioned.

The first element is overcrowded carriages. In late 2014, as a local councillor, I met the then managing director of Southeastern trains with my predecessor, the right hon. Nick Raynsford. We were promised that there would be 12-car trains by January 2015 on the Greenwich line. They did not materialise. I believe that that was because they were put on the Lewisham line, which if anything is more pressured in terms of capacity constraints. It is essential that we get those 12-car carriages, because on many occasions at the moment we do not even have 10-car carriages; as my hon. Friend the Member for Eltham said, they are often carriages with eight cars or even less.

Southeastern, to give it its due, has squeezed out as much as it perhaps can in terms of enhancements via changes to the timetable. It now comes down to a question of rolling stock. There has been a delay in the Government’s announcement on rolling stock. I will be interested to hear whether the Minister can shed any light on what may be coming forward, in particular for the Greenwich line.

It is indicative of how Southeastern has planned the improvements to its services that even if we get those 12-car trains, some of the stations on the Greenwich line in my constituency, such as Woolwich Dockyard, will not be able to have those trains stopping at the station because the station has not been fitted in a way that allows 12-car trains to stop, or if the trains are able to stop, it will be with selective door operating to allow people to get on and off at those stations. I would like some assurance that if 12-car trains do come online, the people who will be put out by that problem will get fair compensation if they have to travel onwards to another station, such as Woolwich Arsenal.

I turn to service reliability, which, as Members have said, is extremely poor on these lines. By the magic of social media, I asked my constituents if they had any thoughts or comments in advance of this debate. I asked them to keep it clean, which reduced the number of responses. You could not make up some of the responses I got back. One gentleman told me that the 6.01 pm train yesterday on the Greenwich line was delayed for 30 minutes because of problems with the announcement system; passengers learn that from the driver via the announcement system. That is quite a common example of the bizarre things that happen. I was once on a train that had to stop and wait outside London Bridge because the sun was in the driver’s eyes. That sort of service just irritates people, frankly, when they are paying a lot of money for their train journeys.

I will finish on poor communication. I made the case long in advance of the London Bridge rebuild that communication about the disruption that would take place because of the Thameslink programme was inadequate. My constituents still regularly think that the Charing Cross line is going to be restored on the Greenwich line; it is not. I think there are good reasons why it should not be, in terms of increased frequency of trains and reliability, but some of my constituents do not know that. Communication in general is poor and needs to improve.

Turning to the future, I fully support the removal of the Southeastern franchise. There is a good case for Transport for London taking over these services in partnership with the Mayor. The way that that potential deal was announced a few weeks back was rather shabby and got mixed up with the election campaign, but there is general cross-party consensus on that. Some of us have been campaigning on it for a long time. We need to scrutinise that deal. In particular, we need assurances that in the years left to the Southeastern franchise up to 2018 it will not be allowed to let performance slip even further. It has an incentive, as part of the service groups, to perhaps bid for elements of Transport for London’s services once it is taken over in 2018. However, we need to know how Southeastern can be pressed in the years ahead, if it is going to lose its contract, to not let performance slip even further. I will be interested to hear the Minister’s views on that.

--- Later in debate ---

[Daniel Zeichner (Cambridge) (Lab)]

It is a pleasure to serve under your chairmanship, Mr Evans. I congratulate my hon. Friend the Member for Eltham (Clive Efford) not just on initiating the debate, but on the way he—and other hon. Members—brought to life the daily frustrations of travelling life. We all recognise the frustrations that hon. Members on both sides of the Chamber have expressed. I can vividly see passengers jamming their feet in doors in protest and frustration; I see that on my own train line. It should not have to be that way. And we can all recognise the collective groan when an aged train that should be 12 carriages long and turns out to be four carriages long comes into the station. We have heard from everyone who has spoken about some of the problems.

My hon. Friend the Member for Eltham, very sensibly, pointed to the Which? passenger survey. He is right to say that it gives an accurate representation of where we are at with Southeastern trains. Of course, he and many other hon. Members raised the issue of compensation. The Minister has spoken about that in the past, and I am sure she will say more about it this morning, but it is clear that it does not work for most people and needs to be strengthened. My hon. Friend the Member for Eltham also made a very important point about the decline in reliability since Christmas. Again, that point was echoed by many other hon. Members.

I also recognised very much the points made by my hon. Friend the Member for Greenwich and Woolwich (Matthew Pennycook). He talked about overcrowding, reliability and some of the communication issues. Again, those points were echoed by other hon. Members. I join my hon. Friend in paying tribute to some of the user groups, which play such an important role on all our lines. Those people beaver away, amassing the information that we need to hold these companies to account. Another important point that he and other hon. Members made is that there is a real sense that passengers have lost confidence in the company, which raises some important questions about what happens next.

I thank the hon. Member for Dartford (Gareth Johnson), who is not here now, for uniting the Chamber in a vote of dissatisfaction with the current services. There are things on which we disagree, but I suspect we all agree on this.

My hon. Friend the Member for Erith and Thamesmead (Teresa Pearce) painted a vivid picture. A number of us probably got up earlier than we needed to this morning in order to get the train to arrive here on time. It should not be that way. People should not have to get a train that is two trains earlier than one that should get them to their destination on time just to ensure they reach their appointment. She eloquently outlined people’s frustrations.

The hon. Members for Faversham and Mid Kent (Helen Whately) and for Rochester and Strood (Kelly Tolhurst) raised important points about the challenges ahead in a growth region. This is not just about getting the problem sorted out for now, but about how we face the challenges of the future.

My hon. Friends the Members for Lewisham West and Penge (Jim Dowd) and for Lewisham, Deptford (Vicky Foxcroft) eloquently detailed some of the complaints and problems with which we are all familiar.

My hon. Friend the Member for Eltham made some opening points about customer satisfaction, which dropped dramatically for the Southeastern franchise from 83% in autumn 2011 to 75% in autumn 2015. A quarter of Southeastern’s passengers are dissatisfied with the level of service provision. Among commuters, that statistic is even starker, with satisfaction plummeting from 77% to just 68%.

My hon. Friend the Member for Lewisham West and Penge mentioned some of the excuses that are proffered. Well, sometimes Southeastern’s public relations department is even more bizarre. Some hon. Members may remember an article in Metro, in which one of Southeastern’s people said that the real problem was that people did not really want to go to work or pay their fares in the first place, and that people were grumpy because the service

“takes people somewhere they don’t want to be with money they don’t want to pay.”

That is not great, is it? Southeastern went even further, claiming that if the surveys had been carried out on a “sunny summer’s day”, the satisfaction ratings would be better because passengers would be more “upbeat”. From what we have heard this morning, passengers would need to be very upbeat to ignore some of the crammed compartments and torn up timetables.

Although it is a pretty tough job spinning for Southeastern, let us look at the collection of companies. All the franchises are part of Govia and therefore part of Go-Ahead, which reported that profits in its rail business had shot up by 30.5% to £25.7 million in the year to June. That is astonishing considering what we have heard today. The operator is reporting rocketing profits and is managing to hand out some pretty big bonuses at a time when services are declining. Rising profits should mean rising service standards, not appalling delays, overcrowding and severe disruption. Punctuality was only 87.7% over the past year, with 37% of those delays attributable to Southeastern, not Network Rail. The failures come despite Southeastern receiving £32.5 million in subsidy last year.

We have heard about some other problems, including the Dover sea wall and the landslips to which my hon. Friend the Member for Eltham made reference. I would welcome information from the Minister about whether any warnings have been raised with Network Rail about the condition of the areas in both cases and an update on the progress Network Rail has made in compiling its long-awaited register of the condition of its assets.

The Department for Transport gave the incumbent operator of the Southeastern franchise a four-year contract extension without running a wider tendering competition. The franchise began in April 2006 and was due to end in October 2014, but the Government gave the operator a direct award to continue running the service until June 2018.

[Matthew Pennycook]

The Government not only re-awarded the contract, but gave an additional £70 million to Southeastern to improve performance standards. All the promises and commitments that came with that have not materialised, as far as I am aware.

[Daniel Zeichner]

That is a very good point, to which I am just coming. The extension until June 2018 was awarded even though Southeastern had some of the lowest passenger satisfaction scores in the country and even though the Minister knew that passengers on the route have not always received the service they deserve. The Government essentially gave Go-Ahead the go-ahead for four more years of misery for passengers. The direct award was nothing more than a reward for failure.

At the time, the Minister assured us:

“We have also totally changed the contract terms to make sure they deliver on their promises.”

Has Southeastern delivered on its promises? Looking at the most recent passenger satisfaction survey, it seems that the answer is no, and I think, having listened to their comments, that hon. Members would rather agree with that.

We have heard quite a bit about the length of trains. My own experience is with the Cambridge line, on which, under the Labour Government, trains were extended from eight to 12 carriages, which made a huge difference. When it happens, it really does help. Again, I will quote the Minister, who said just over a month ago:

“I am determined to review the business case for running the additional, bigger 12-car trains on the metro service in particular. I give the House an undertaking that there will be a decision on that in the next couple of months.”—[Official Report, 28 January 2016; Vol. 605, c. 523.]

I would be grateful if the Minister would let us know whether that decision has been reached and, if so, what decision has been made.

Another question that hon. Members raised is what will happen when the extended franchise comes to an end in June 2018. In January this year, the Government and the Mayor of London announced that they would consult on transferring London’s suburban rail services to Transport for London, which many hon. Members have welcomed this morning. Devolving routes in some areas of the capital has been transformative; indeed, significant investment is going into recently devolved routes to Enfield town, Chingford and Cheshunt.

We would welcome the devolution of control to ensure that passengers are put before profits, so that they get the level of service they desperately need and deserve. However, despite the headlines, that devolution is still a mere proposal. There has been no firm commitment from the Department. In 2012, the current Mayor of London attempted to get Southeastern services devolved and he failed. Despite what Government Members might say, there is no reason to believe that the hon. Member for Richmond Park (Zac Goldsmith) would enjoy any more success if he were successful in his mayoral campaign. The devolution of control might well be a calculated pre-mayoral election announcement, unaccompanied by any meaningful action to improve commuters’ journeys. It would be helpful if the Minister provided further information about the consultation and her Department’s consideration of the proposals.

Finally, with the Shaw report published later this month, it seems worth asking the Minister whether she really believes, after the disastrous precedent set by Railtrack, that breaking up and privatising Network Rail would improve services for passengers. Do we really want to return to the dark days of Railtrack? Passengers on Southeastern trains deserve better.